WO2009124498A1 - 一种融合呼叫中心和第三方行业应用服务器的方法和系统 - Google Patents
一种融合呼叫中心和第三方行业应用服务器的方法和系统 Download PDFInfo
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- WO2009124498A1 WO2009124498A1 PCT/CN2009/071186 CN2009071186W WO2009124498A1 WO 2009124498 A1 WO2009124498 A1 WO 2009124498A1 CN 2009071186 W CN2009071186 W CN 2009071186W WO 2009124498 A1 WO2009124498 A1 WO 2009124498A1
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- call center
- service request
- party
- communication proxy
- application server
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
Definitions
- the present invention relates to the field of communications, and in particular, to a method and system for integrating a call center and a third-party industry application server. Background technique
- the operator provides a network for each service provider. After the user accesses the system, the call control is transferred to the service provider.
- the operator can use the various services of the service provider to serve the users, while facilitating people's lives. It also brought profits to operators and improved their competitiveness.
- third-party systems and call centers use a database as an intermediary. Third-party systems develop automated business processes to periodically scan business data from the database. When data is scanned, services are provided to users according to business functions.
- an application scenario of the prior art after the user orders the goods on the Internet, after the order is completed, the order is notified by the ordering party after the order is verified by the ordering party, and the user is required to confirm the process of ordering the goods on the phone, including the following steps:
- Step 101 The third-party industry server writes related information ordered by the user and the user's phone number into the industry application database.
- Step 102 The business process logic obtains the user account and other information of the industry application from the industry application database to obtain a corresponding business process.
- Step 103 The interactive automatic voice response system (IVR) starts the self-starting process, performs the business logic execution of the process, and the interactive automatic response system starts to execute the process according to the obtained business process logic.
- IVR interactive automatic voice response system
- Step 104 The foregoing business process first calls out the user's phone number and waits for the ordering user to pick up the phone.
- Step 105 The ordering user picks up the phone.
- Step 106 The business process starts to play the price of the product information and the product ordered by the user, and prompts the user to confirm the order information, please press the 1 button, and cancel the order, press the 2 button.
- Step 107 The user performs a button selection.
- Step 108 The interactive automatic response system writes the execution result of the ordered user into the industrial application database.
- Step 109 The third-party industry application server obtains the service execution result from the third-party industry application database, and sends the service execution result to the industry application server.
- Step 110 The third-party industry application server performs corresponding processing according to the operation of the user.
- the technical problem to be solved by the embodiments of the present invention is to provide a method and system for integrating a call center and a third-party industry application server, which can implement data security of a third-party industry application server.
- the embodiment of the present invention provides a method for integrating a call center and a third-party industry application server, including:
- the universal communication proxy server receives the service request
- the universal communication proxy server sends the service request to the call center corresponding to the service request or the third-party industry application server corresponding to the service request according to the configured information and the information in the service request.
- An embodiment of the present invention provides a universal communication proxy server, including:
- a receiving module configured to receive a service request
- a processing module configured to obtain routing information according to information and configured information in the service request, and determine an address of a call center or a third-party industry application server;
- a sending module configured to send a service request to the determined call center or a third-party industry application server according to the determined address of the call center or the third-party industry application server.
- Embodiments of the present invention provide a system for converging a call center and a third-party industry application server, including: a call center, a third-party industry application server, and a universal communication proxy server connecting the call center and a third-party industry application server;
- the universal communication proxy server receives the service request, and sends the service request to the call center corresponding to the service request or the corresponding service request according to the configured information and the information in the service request.
- Three-party industry application server Three-party industry application server.
- the industry application server and the call center perform data interaction through the universal communication proxy server, and the processing performance is greatly improved; and the call center does not directly interact with the industrial application server to ensure data security of the third-party industry application server. And the system is running stably.
- FIG. 1 is a flow chart of implementing a business process of a third-party industry application server and a call center
- FIG. 2 is a schematic structural diagram of a system for converging a call center and a third-party industry application server according to an embodiment of the present invention
- FIG. 3 is a schematic structural diagram of a system in which a call center and a third-party industry application server are in the same network according to an embodiment of the present invention
- FIG. 4 is a schematic structural diagram of a system in which a call center and a third-party industry application server are in different networks according to an embodiment of the present invention
- FIG. 5 is a schematic structural diagram of a system in which multiple call centers and multiple universal communication proxy servers are in different networks according to an embodiment of the present invention
- FIG. 6 is a call center and a third-party industry application server and a universal communication generation according to an embodiment of the present invention. Configuration flow chart of the business process of the server;
- FIG. 7 is a flowchart of a service flow process according to an embodiment of the present invention.
- FIG. 8 is a schematic flowchart of implementing a converged call center and a third-party industry application server by using a universal communication proxy server according to an embodiment of the present invention
- FIG. 9 is a schematic diagram of another process for implementing a converged call center and a third-party industry application server by using a universal communication proxy server according to an embodiment of the present invention.
- FIG. 10 is a schematic diagram of a general communication proxy server apparatus according to an embodiment of the present invention. detailed description
- FIG. 2 is a schematic structural diagram of the system, where the system includes a call center, which is used to process messages sent by the end office; It is used to provide industry business processes for call centers; Common Communication Proxy (CCP), which is used to connect call centers and third-party industry application servers, and the addition of universal communication proxy servers implements call centers and third parties.
- CCP Common Communication Proxy
- the universal communication proxy server can also be placed inside the call center, connected to the general communication proxy server of other call centers, or to other call centers.
- Another embodiment of the present invention provides a method for integrating a call center and a third-party industry application server, which can be applied to the above-mentioned system of a converged call center and a third-party industry application server.
- the method includes: receiving, by the universal communication proxy server, a service request, and sending the service request to a call center corresponding to the service request or a third party corresponding to the service request according to the configured information and the information in the service request Industry application server.
- the service request is from a third-party industry application server
- the universal communication proxy server receives the request message of the third-party industry application server
- the universal communication proxy server sends the request message to the call center.
- FIG. 3 is a schematic structural diagram of a system in which a call center and a third-party industry application server are in the same network according to an embodiment of the present invention
- the call center in this embodiment includes: An operation system, which is used to complete an entire call center access call, can perform number analysis according to the user's call, and then submit the call to the call center core server;
- a call center core server configured to allocate a call route to each device in the call center according to system configuration information configured by the system configuration station, and perform connection related operations of the call;
- the interactive automatic voice response system mainly loads the specified service flow according to the system configuration information configured by the system configuration station. After the loading is successful, when the call center core server connects the call, the specified business process is searched, and the service is searched according to the service. The logic of the process performs the business.
- the interactive automatic voice response system also has the function of performing information exchange with the universal communication proxy server, and performs login access and business message transmission and reception to the designated universal communication proxy server according to the system configuration information configured by the system configuration station;
- the service generation environment device mainly provides an editing environment of the business process, and the edited business process can be executed in the interactive automatic voice response system after being compiled, and the functional component that interacts with the universal communication proxy server is added in the environment, and the third party can Develop your own business processes using business-generated environment devices;
- Universal communication proxy server which mainly completes the automatic process of triggering the interactive automatic voice response system; manages the login of third-party industry application servers and interactive automatic voice response systems; manages and implements third-party industry application servers and interactive automatic voice response The message interaction of the system; in addition, the general communication proxy server can form a communication proxy network, which can be differentiated by the network segment, and the data communication can be realized between the universal communication proxy servers;
- a system configuration station configured to complete basic configuration information of the entire call center, including devices included in the call center, devices corresponding to system access codes, universal communication proxy servers, interactive automatic voice response systems, and industry application related Configuration.
- the configuration information includes routing information between the call center core server and the local communication agent, routing information between the local communication agent and the out-of-network communication agent, and between the local communication agent, the network communication agent, and the interactive automatic voice response system. Binding relationship
- Universal communication agent in embodiments of the present invention include configuration of a local network universal communication agent, local communication agent client configuration, and communication agent configuration of other networks or call centers.
- the local network communication proxy is configured, and each configuration description is as follows:
- Communication agent name Name description of the local communication agent, no effect on usage, please refer to Table 1.
- the first communication agent name configured in this embodiment is localCCPl and the name of the second communication agent is localCCP2.
- IP address The IP address of each local communication agent.
- the IVR connects to the CCP by reading the IP configuration. After the connection is successful, the IVR process access code is successfully loaded.
- the IP configuration information is read between multiple local CCPs.
- the IP address of the first communication agent localCCP1 is 10.73.101.241
- the second communication agent is configured by the local communication agent, which prevents the process from being connected due to a failure of a CCP.
- the IP address is 10.73.101.242»
- Local network identifier The identifier of the local communication proxy network.
- the service requests to send information to a third-party industry application server or a third-party industry application server to send information to the IVR, it needs to specify the network identifier to be sent, IVR or third-party industry application server connection.
- the CCP determines whether the service request is routed to the local or other communication agent network according to the network identity, and the destination of the route is determined by the configuration of the subsequent local CCP. Table 1
- a local communication proxy client or a third-party industrial application server is configured, and each configuration description is as follows:
- Name The description of the name of the IVR process or the third-party application.
- the name of the first call center response flow is IVRservice and the name of the second call center response flow is IVRservice2, and the name of the third-party application is App 1;
- Type Indicates whether the client is an IVR process or a third-party application in a third-party industry application server. If it is an IVR process, the CCP determines whether the request is executed by the IVR from the service access code reported by the IVR on the connection; The Client (a third-party application) finds a client that is successfully connected according to the IP and the port number, and then sends the information to the client. In this embodiment, the first call center response flow IVRservice and the second call center response flow are configured.
- the type of IVRservice2 is IVR, that is, the call center answering program
- the type of the third-party application Appl is Client, that is, a third-party application;
- VDN virtual directory number
- Service ID Indicates the identifier of the service provided by the IVR or the third-party application.
- the request sent must carry the network identifier and service identifier.
- the CCP firstly sends the network according to the service side or other CCP.
- the identifier determines whether the request is processed by the program of the local network. If not, it is routed to the CCP of the other network that is successfully connected; if it is, it indicates that the local device needs to be processed, and then the corresponding configuration information is found according to the service identifier to determine that the request is completed by the IVR.
- the third-party application is completed (according to the type information corresponding to the service identifier), if it is an IVR, it is determined whether the IVR has reported the specified process access code, and if it is a third-party application, it is determined according to the IP and the port number.
- the specified third-party application can provide the service.
- the first call center response process IVRservice has a service identifier of 1
- the second call center response process IVRservice2 has a service identifier of 2
- the third party application App1 has a service identifier of 3;
- the configuration information of the local office indicates the process access code of the IVR (the process file is displayed in the configuration information), where the process access code and the service number are-corresponding relationships; for the type is the client Client, the local port number of the client (this port number is an identifier inside the platform, indicating a specific process); in this embodiment, the process file of the first call center response flow IVRservice is set to playqueue.GSL, the second call The process file of the central response process IVRservice2 is baseproc.GSL, and the process file of the third-party application Appl is 41; Table 2
- IVR 1 playqueue.GSL
- IVRservice2 IVR 1 baseproc.GSL
- Network ID of Communication Agent 2 Indicates the network number of the remote network, which corresponds to the local network ID in the local network configuration.
- the network name of the communication agent 2 Callcenter2 The name description of the network has no effect on the use, only for the convenience of understanding.
- the IP address in the remote network in the CCP network segment configuration can be configured with the IP information of the CCP of the remote network:
- IP address of the communication proxy 2 169.132.131.101. It should be noted that the IP address of the CCP of the remote network can be configured multiple. table 3
- the communication agent configuration of another remote network is shown in Table 4.
- the configuration in Table 4 is the same as the configuration in Table 3, but only one remote network is configured. Table 4
- Third-party industry application server which mainly completes the business application of the industry and the storage and update of business processes, logs into the general communication proxy server through the application programming interface (API) of the universal communication proxy server, and can communicate to the general communication through the API.
- the proxy server sends a request message, thereby triggering the interactive automatic voice response system to execute a specific business process through the universal communication proxy server, and interacting with the business process message.
- the third-party industry application server and the call center in this embodiment may also be in different networks.
- the third-party industry application server determines to send to the destination network identifier sent by the service side.
- Different call centers on the communication proxy server Referring to FIG. 5, the call centers 501 and 502 are unreachable, and the information of the universal communication proxy servers 5011 and 5012 of the call center 501 is configured on the configuration stations of the call centers 501 and 502, and the universal communication proxy server of the call center 502 is configured.
- each call center may have a built-in universal communication proxy server and other call centers with built-in universal communication proxy servers, such as a built-in universal communication proxy server 5010 of the call center 501 and a universal communication proxy server 5011 external to the call center or The external universal communication proxy server 5021 of the call center 502 communicates.
- a general communication proxy server of a call center can be connected to each other, for example, the universal communication proxy server 5021 and the universal communication proxy server 5022 can be connected to each other; and different call centers
- the plurality of universal communication proxy servers may also be connected to each other, and the universal communication proxy server 5011, the universal communication proxy server 5012, the universal communication proxy server 5021, and the universal communication proxy server 5022 may be interconnected to form a mesh structure, and whether the connection depends on the system. Configuration, so that a single point of failure of the system can be prevented.
- network penetration is performed through the above setting, and data interaction between the third-party industry application server and the call center is realized, and multiple universal communication proxy servers are set in the network. To achieve load sharing between the universal communication proxy servers, reduce network traffic and single point of failure of the system.
- Another embodiment of the present invention describes an implementation process of a call center merging with a third-party industry application server through a universal communication proxy server.
- the embodiment first describes the configuration of a service flow of a call center and a third-party industry application server and a general communication proxy server. After the process, and after the business process is configured, a user orders the goods on the Internet. After the order is completed, the orderer verifies that the order of the goods is notified to the user through the call center and allows the user to confirm the order of the goods in the phone.
- the embodiment includes a call center.
- the third-party industry application server and the business process editing configuration process of the universal communication proxy server and the triggering execution of the interaction process and the business process are two parts:
- Step 601 The third-party industry application service provider edits the business process through the business generation environment.
- Step 602 The third-party industry application service provider uses the service generation environment editing device provided by the service generation environment system to develop a business process, edits the business process, and uses the functional components provided by the system to perform corresponding operation operations, database operations, and general operations.
- the communication proxy server performs the operation of message interaction.
- Step 603 After the business process editing is completed, the business process is compiled by using a service generation environment device provided by the service generation environment system to generate a business process file that can be loaded and executed in the interactive automatic voice response system.
- Step 604 Configure the information about the interactive automatic voice response system, the universal communication proxy server, and the third-party industry application server by using the system configuration station.
- the proxy configures the first communication proxy name localCCP1, whose IP address is 10.73.101.241, and the network identifier is 1 for local network processing.
- the configuration of the local third-party industry application server, the name of the first call center response flow is IVRservice, in this embodiment, the type of the first call center response flow IVRservice is IVR, that is, the call center.
- the response program, the corresponding business process is playqueue.GSL;
- Step 605 The system configuration station configures business process information of the interactive automatic voice response system and interactive automatic voice response system information loading the business processes.
- Step 606 Configure, in the system configuration station, a business process triggered by the universal communication proxy server and related information of a third-party industry application server, and the interactive automatic voice response system can send the business process to the designated third-party industrial application server through the configuration information.
- the third-party industry application server can initiate an interactive automated voice response system process and can interact with the interactive automated voice response system process for messages.
- Step 607 The interactive automatic voice response system is started, and the corresponding business process is loaded according to the configuration of the system configuration station, and the related logic information of the business process is read.
- Step 608 The interactive automatic voice response system registers and registers with the designated universal communication proxy server according to the system configuration of the system configuration station, so that the subsequent universal communication proxy server forwards the corresponding message to the interactive automatic voice response system, and reports the successful loading. Information about the business process.
- Step 609 Starting the third-party industry application server, the third-party industry application server is configured according to its own configuration information, mainly the configuration needs to be connected with the general communication proxy server of the system, and calling the API interface provided by the system to log in and registering to the universal communication proxy server. In order to subsequently send and receive corresponding messages through the universal communication proxy server.
- Step 701 The third-party industry application server obtains service information of the user.
- Step 702 The third-party industry application server sends a message including the user service information to the universal communication proxy server by using configuration information between the third-party industrial application server and the universal communication proxy server configured by the system configuration station.
- Step 703 The universal communication proxy server configures routing information between the universal communication proxy server and the interactive automatic voice response system according to the system configuration station, and forwards the user service information to the selected interactive automatic voice response system.
- Step 704 The selected interactive automatic voice response system starts the specified business process according to the user service information, and starts executing the process according to the process logic of the business process.
- Another embodiment of the present invention provides a method for implementing a converged call center and a third-party industry application server through a universal communication proxy server, as shown in FIG. 8:
- Call center and third-party industry application servers and general communication proxy server business processes Editing the configuration and the business process in the process of the interaction process (serviceplayqueue.GSL of the first call center response process IVR) is to first obtain the message sent by the orderer application server, and obtain the ordered product information, the price of the commodity, and the ordering user from the message.
- serviceplayqueue.GSL of the first call center response process IVR Editing the configuration and the business process in the process of the interaction process (serviceplayqueue.GSL of the first call center response process IVR) is to first obtain the message sent by the orderer application server, and obtain the ordered product information, the price of the commodity, and the ordering user from the message.
- the phone number then the process calls out the phone number of the ordering user, plays the prompt tone after the user picks up the phone, and then plays the product information and price ordered by the user, prompts the ordering user to confirm the ordering press 1 and cancels the ordering information according to 2, in the user After the button is selected, the user's button information is sent to the third-party industry application server of the orderer, and the third-party industry application server obtains the information and performs the business process of the subsequent operation processing.
- Step 801 First, the third-party industry application server obtains information about the user's ordering product and the phone number of the ordering user from the information ordered by the user.
- Step 802 The binding relationship between the third-party industry application server and the universal communication proxy server configured by the third-party industrial application server is determined by the local universal communication proxy server by using the network identifier configured as 1, Sending a message including the related information of the user ordered goods and the telephone number of the ordering user to the local network communication agent according to the IP address of 10.73.101.241 calling the corresponding API provided by the corresponding universal communication proxy server to configure the first communication agent name localCCP1 processing;
- Step 803 The universal communication proxy server selects, according to the routing information between the universal communication proxy server and the interactive automatic voice response system configured by the system configuration station, the related information and the user of the received user ordered goods through the pre-configured service identifier 1.
- the message of the phone number is forwarded to the selected interactive automated voice response system, wherein the name of the first call center answering process is IVRservice.
- Step 804 The interactive automatic voice response system starts the specified business process playqueue.GSL according to the message sent by the universal communication proxy server, and starts executing the process according to the process logic of the business process.
- Step 805 The business process first calls the ordering user phone number according to the process logic, and waits for the user to pick up the phone.
- Step 806 The ordering user picks up the phone.
- Step 807 The business process plays a voice containing the product information ordered by the user and the price of the product, and prompts the user to confirm the order information, please press the 1 button, and cancel the order information, press the 2 button.
- Step 808 The ordering user selects a button, and transmits the button selection result to the interactive voice response system by using a message.
- Step 809 The business process requests the interactive automatic voice response system to send a message sent by the orderer application server containing the result of the button selection to the selected universal communication proxy server.
- Step 810 The selected universal communication proxy server sends a message containing the result of the button selection to the third-party industry application server.
- Step 811 The third-party industry application server performs corresponding processing according to the button information of the ordering user. It should be noted that only the third embodiment industry application server actively triggers the function of the business process executed by the system interactive automatic voice response system through the universal communication agent, and the business process of the interactive automatic voice response system is omitted.
- the universal communication agent actively requests the service function of the service from the third-party industry application server.
- the implementation of the industry application function can be triggered by the third-party industry application server to actively trigger the business process of the interactive automatic voice response system, or can be interactive
- the business process of the automated voice response system actively triggers the business functions of the third-party industry application server.
- a method for implementing a converged call center and a third-party industry application server by using a universal communication proxy server is provided in the embodiment of the present invention, and the routing information between the call center and the universal communication proxy server is shown in Table 1.
- Step 901 The user accesses the call center to send a service request, where the service request includes a service identifier.
- Step 902 The call center sends the service request to the universal communication proxy server according to pre-configured routing information between the call center and the universal communication proxy server. ;
- Step 903 The universal communication proxy server forwards the request to the third-party industry application server according to the pre-configured routing information between the universal communication proxy server and the third-party industry application server.
- Step 904 The third-party industry application server queries the corresponding service process according to the service identifier in the call request, and starts a corresponding process to provide a corresponding service to the user.
- another embodiment of the present invention further provides a universal communication proxy server, including: a receiving module 101, configured to receive a service request;
- the processing module 102 is configured to obtain routing information according to information and configuration information in the service request, and determine an address of a call center or a third-party industry application server;
- the sending module 103 is configured to send a service request to the determined call center or a third-party industry application server according to the determined address of the call center or the third-party industry application server.
- the configuration information includes a network identifier and a service identifier
- the universal communication proxy server determines, according to the network identifier, whether the service request is sent to the local network, or is routed to another network that is successfully connected; if it is sent to the local
- the network determines whether the request is processed by the call center or processed by the third-party application according to the service identifier, and sends the service request to the corresponding call center. Or a third-party industry application server; otherwise, the service request is routed to a universal communication proxy server of another network that is successfully connected, and the corresponding configuration information is found according to the service identifier, and it is determined whether the request is processed by the call center or by a third-party application.
- the program processes, and sends the service request to a corresponding call center or a third-party industry application server.
- the embodiment of the invention solves the problem that the call center and the third-party industry application system are integrated through the setting of the universal communication proxy server; in addition, the universal communication proxy server actively triggers the interactive automatic voice response system to perform the business process function, the third-party industry
- the application system can trigger the automatic automatic voice response system automatic process to perform the industrial application service in real time, and accelerate the interaction between the call center system and the end user.
- the third embodiment of the present invention directly transmits the call data through the API of the communication agent. Come over, the processing performance is greatly improved, and the database can be not introduced.
- the call center does not directly interact with third-party industry application servers, ensuring data security of third-party industry application servers, improving performance and reducing costs, and improving user satisfaction.
- multiple call center networks may be unreachable, through the configuration in the call center.
- the information of the communication agent of the call center and other call centers is configured on the platform, and the dual network cards are deployed on the agents of each call center, so that the agents of different call centers can directly communicate with each other, and then the universal communication agent of different call centers can be realized.
- the server can perform data interaction with the non-local call center, and the universal communication proxy server of each call center can have a many-to-many relationship, that is: one call center can have multiple general communication proxy servers, and one call center communication agent They can be connected to each other, and multiple universal communication proxy servers of different call centers can also be connected to each other. Whether the connection depends on the system configuration can prevent a single point of failure of the system, realize the operator's call center system and third-party industry application system. of Network isolation, to achieve data security.
- the storage medium may be a magnetic disk, an optical disk, a read-only memory (ROM), or a random access memory (RAM). It is to be understood by those skilled in the art that the present invention may be modified or equivalently substituted without departing from the spirit and scope of the invention.
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Description
一种融合呼叫中心和第三方行业应用服务器的方法和系统 本申请要求于 2008年 4月 8日提交中国专利局、申请号为 200810066607.4、 发明名称为 "一种融合呼叫中心和第三方行业应用服务器的方法和系统" 的中 国专利申请的优先权， 其全部内容通过引用结合在本申请中。 技术领域
本发明涉及通信领域， 尤其涉及一种融合呼叫中心和第三方行业应用服务 器的方法和系统。 背景技术
随着中国社会改革开放的不断深化以及中国经济的持续稳定发展， 随着人 民精神和物质文化生活水平的提高， 随着中国社会信息化建设的步伐逐渐加快， 随着通信网络技术的飞速发展， 政府、 企业以及社会公众对通讯业务的个性化 需求也在不断提升， 除了话音通信需求之外， 内容与应用等数据业务的需求比 重正快速增长。 而数据与互联网的发展以及它们与固定、 移动通信方式的结合 使得中国电信基础运营商满足用户个性化的业务需求成为可能。
运营商为各服务提供商提供网络， 在用户接入系统后， 将呼叫控制权转移 给服务提供商， 运营商可以使用服务提供商的各种特色业务服务广大用户， 在 方便人们生活的同时， 也为运营商带来了利润， 提升了竟争力。 目前， 大多数 的第三方系统与呼叫中心都是以数据库为中间载体， 第三方系统开发自动业务 流程定时地从数据库中扫描业务数据， 当扫描到数据后， 则按照业务功能为用 户提供服务。
请参阅图 1 ,现有技术的一个应用场景，用户在网上定购商品，定购完成后， 被定购商核实定购订单后通过电话通知用户并要求用户在电话中确认定购商品 的流程， 包括以下步骤：
步骤 101、第三方行业服务器将用户定购的相关信息以及用户的电话号码写 入行业应用数据库中。
步骤 102、业务流程逻辑从行业应用数据库中获取行业应用的用户账号和其 他信息以获得对应的业务流程。
步骤 103、 交互式自动语音应答系统（Interactive Voice Response, IVR ) 启 动自启动流程， 进行流程的业务逻辑执行， 交互式自动应答系统按照获得业务 流程逻辑开始执行该流程。
步骤 104、上述的业务流程首先外呼定购用户的电话号码并等待定购用户摘 机。
步骤 105、 定购用户摘机。
步骤 106、 业务流程开始播放用户定购的商品信息和商品的价格， 并且提示 用户确定定购信息请按 1键， 取消定购请按 2键。
步骤 107、 用户执行按键选择。
步骤 108、交互式自动应答系统将定购用户的执行结果写入行业应用数据库 中。
步骤 109、第三方行业应用服务器从第三方行业应用数据库中获取业务执行 结果， 并发送业务执行结果至行业应用服务器。
步骤 110、 第三方行业应用服务器按照用户的操作做相应的处理。
发明人在实施上述的现有技术时发现， 交互式自动语音应答系统直接从行 业应用数据库中获取对应的数据， 然后才能处理， 导致第三方行业应用数据库 中的数据直接与交互式自动语音应答系统进行交互， 无法保障数据安全， 影响 了第三方行业应用服务器的稳定性。 发明内容
本发明实施例要解决的技术问题是提供融合呼叫中心和第三方行业应用服 务器的方法和系统， 能够实现第三方行业应用服务器数据安全。
为解决上述技术问题， 本发明实施例提出了一种融合呼叫中心和第三方行 业应用服务器的方法， 包括：
通用通信代理服务器接收业务请求；
通用通信代理服务器根据配置的信息和所述业务请求中的信息， 将所述的 业务请求发送至所述业务请求对应的呼叫中心或者所述业务请求对应的第三方 行业应用服务器。
本发明实施例提供一种通用通信代理服务器， 包括：
接收模块， 用于接收业务请求；
处理模块， 用于根据所述业务请求中的信息和配置的信息获得路由信息， 确定呼叫中心或第三方行业应用服务器的地址；
发送模块， 用于根据确定的呼叫中心或第三方行业应用服务器的地址， 发 送业务请求至确定的呼叫中心或第三方行业应用服务器。
本发明实施例提供一种融合呼叫中心和第三方行业应用服务器的系统， 包 括： 呼叫中心、 第三方行业应用服务器， 以及连接呼叫中心与第三方行业应用 服务器的通用通信代理服务器；
其中， 所述的通用通信代理服务器接收业务请求， 根据配置的信息和所述 业务请求中的信息， 将所述的业务请求发送至所述业务请求对应的呼叫中心或 者所述业务请求对应的第三方行业应用服务器。
实施本发明实施例， 具有如下有益效果：
本发明实施例中行业应用服务器和呼叫中心通过通用通信代理服务器进行 数据交互， 处理性能有很大提高； 且呼叫中心不直接与行业应用服务器进行数 据交互， 保证了第三方行业应用服务器的数据安全和系统运行的稳定。 附图说明 例或现有技术描述中所需要使用的附图作筒单地介绍， 显而易见地， 下面描述 中的附图仅仅是本发明的一些实施例， 对于本领域普通技术人员来讲， 在不付 出创造性劳动性的前提下， 还可以根据这些附图获得其他的附图。
图 1为现有第三方行业应用服务器和呼叫中心实现业务流程的流程图； 图 2为本发明实施例的融合呼叫中心和第三方行业应用服务器的系统的结 构示意图；
图 3 为本发明实施例中呼叫中心和第三方行业应用服务器处于同一网络的 系统结构示意图；
图 4为本发明实施例中呼叫中心和第三方行业应用服务器处于不同网络的 系统结构示意图；
图 5 为本发明实施例的多呼叫中心和多通用通信代理服务器处于不同网络 的系统结构示意图；
图 6为本发明实施例的呼叫中心和第三方行业应用服务器以及通用通信代
理服务器的业务流程的配置流程图；
图 7为本发明实施例的业务流程处理的流程图；
图 8 为本发明实施例的一种通过通用通信代理服务器实现融合呼叫中心和 第三方行业应用服务器的流程示意图；
图 9为本发明实施例的另一种通过通用通信代理服务器实现融合呼叫中心 和第三方行业应用服务器的流程示意图；
图 10为本发明实施例的通用通信代理服务器装置示意图。 具体实施方式
下面将结合本发明实施例中的附图， 对本发明实施例中的技术方案进行清 楚、 完整地描述， 显然， 所描述的实施例仅仅是本发明一部分实施例， 而不是 全部的实施例。 基于本发明中的实施例， 本领域普通技术人员在没有作出创造 性劳动前提下所获得的所有其他实施例， 都属于本发明保护的范围。
本发明实施例提供一种融合呼叫中心和第三方行业应用服务器的系统，图 2 是该系统的结构示意图， 该系统包括呼叫中心， 其用于处理端局发来的消息； 第三方行业应用服务器， 其用于为呼叫中心提供行业业务流程； 通用通信代理 服务器（ Common Communication Proxy, CCP ), 其用于连接呼叫中心和第三方 行业应用服务器， 通用通信代理服务器的增设实现了呼叫中心和第三方行业应 用服务器的信息和数据的交互。 通用通信代理服务器也可以设置在呼叫中心的 内部， 其与其他呼叫中心的通用通信代理服务器连接， 或者与其他呼叫中心连 接。
另一个本发明实施例提供了一种融合呼叫中心和第三方行业应用服务器的 方法， 可以应用于上述的融合呼叫中心和第三方行业应用服务器的系统中。 该 方法包括， 通用通信代理服务器接收业务请求， 并根据配置的信息和所述业务 请求中的信息， 将所述业务请求发送至所述业务请求对应的呼叫中心或者所述 业务请求对应的第三方行业应用服务器。 优选的， 所述业务请求来自于第三方 行业应用服务器， 通用通信代理服务器接收第三方行业应用服务器的请求消息， 通用通信代理服务器发送请求消息至呼叫中心。
参见图 3 ,是一个本发明实施例中呼叫中心和第三方行业应用服务器处于同 一网络的系统结构示意图； 该实施例中的呼叫中心包括：
运营系统， 其用于完成整个呼叫中心接入呼叫， 能够依据用户的呼叫进行 号码分析， 然后把该呼叫提交给呼叫中心核心服务器；
呼叫中心核心服务器， 其用于根据系统配置台配置的系统配置信息， 将呼 叫路由分配到呼叫中心的各设备， 进行呼叫的接续相关的操作；
交互式自动语音应答系统， 其主要完成根据系统配置台配置的系统配置信 息加载指定的业务流程， 加载成功后， 当呼叫中心核心服务器把呼叫接续过来 时， 查找该指定的业务流程， 并且按照业务流程的逻辑执行业务。 此外， 交互 式自动语音应答系统还有与通用通信代理服务器进行信息交互的功能， 根据系 统配置台配置的系统配置信息对指定的通用通信代理服务器进行登录访问、 业 务消息的收发；
业务生成环境装置， 其主要提供业务流程的编辑环境， 编辑完成的业务流 程经过编译后可以在交互式自动语音应答系统中执行， 该环境中增加和通用通 信代理服务器交互的功能组件， 第三方可以使用业务生成环境装置开发自身的 业务流程；
通用通信代理服务器， 其主要完成触发交互式自动语音应答系统上的自动 流程； 管理第三方行业应用服务器和交互式自动语音应答系统的登录； 管理并 实现第三方行业应用服务器和交互式自动语音应答系统的消息交互； 另外通用 通信代理服务器之间可以构成一个通信代理网络， 通过网段区分， 通用通信代 理服务器之间可以实现数据路由；
系统配置台， 其用于完成整个呼叫中心的基本配置信息的配置， 包括呼叫 中心包含的设备、 系统接入码对应的设备、 通用通信代理服务器、 交互式自动 语音应答系统、 行业应用程序的相关配置。 其中， 配置信息包括呼叫中心核心 服务器和本地通信代理的路由信息、 本地通信代理和网外通信代理之间的路由 信息， 以及本地通信代理、 网外通信代理和交互式自动语音应答系统之间的绑 定关系；
本发明实施例中的通用通信代理的相关配置包括本地网通用通信代理的配 置、 本地通信代理客户端配置和其它网络或者呼叫中心的通信代理配置。
本发明实施例中本地网通信代理配置， 各项配置描述如下表 1:
通信代理名称： 本地通信代理的名称描述， 对使用无影响， 请参照表 1 , 本 实施例中配置的第一通信代理名称为 localCCPl 和第二通信代理的名称为
localCCP2。
IP地址： 本地各通信代理的 IP, IVR通过读取该 IP配置与 CCP连接， 连 接成功后上 其成功加载的 IVR流程接入码；此外本地多个 CCP之间读取该 IP 配置信息互相连接， 防止了由于一个 CCP发生故障而导致流程不能接续， 实现 本地网的负荷分担去除单点故障， 本实施例中第一通信代理 localCCPl 配置的 IP 地址为 10.73.101.241 , 第二通信代理 localCCP2 配置的 IP 地址为 10.73.101.242»
本地网络标识： 本地通信代理网络的标识， 当业务请求发送信息给第三方 行业应用服务器或者第三方行业应用服务器发送信息给 IVR时， 都需要指定发 送的网络标识， IVR或者第三方行业应用服务器连接的 CCP根据该网络标识判 断所述业务请求是路由到本地还是其它通信代理网络， 对于路由的目的地由后 续的本地 CCP的配置决定。 表 1
名称： IVR 流程或者第三方应用程序的名称描述， 本实施例中配置第一呼 叫中心应答流程的名称为 IVRservice 和第二呼叫中心应答流程的名称为 IVRservice2 , 第三方应用程序的名称为 App 1；
类型： 标识该客户端是 IVR流程还是第三方行业应用服务器中的第三方应 用程序，如果是 IVR流程， 则 CCP从连接上的 IVR上报的业务接入码来判断是 否由 IVR执行该请求； 如果是 Client (第三方应用程序）则根据 IP和端口号查 找到连接成功的客户端， 然后把信息发送给该客户端； 本实施例中配置第一呼 叫中心应答流程 IVRservice 和第二呼叫中心应答流程 IVRservice2 的类型为
IVR, 即呼叫中心应答程序， 第三方应用程序 Appl的类型为 Client, 即第三方 应用程序；
虚拟导引号 （Virtual Directory Number, VDN ), 如果类型中选择 IVR, 则 本处表示的是要启动流程所属的 VDN; 本实施例中配置第一呼叫中心应答流程 IVRservice和第二呼叫中心应答流程 IVRservice2的 VDN为 1 ,第三方应用程序 Appl的 VDN为 1 , 其 IP地址为 19.168.1156;
服务标识： 表示 IVR或者第三方应用程序提供的服务的标识， IVR或者第 三方应用程序请求 CCP服务时， 发送的请求中需要携带网络标识和服务标识， CCP首先根据业务侧或者其它 CCP发送的网络标识决定请求是否由本地网的程 序处理， 如果不是则路由到连接成功的其它网络的 CCP; 如果是则表示需要本 地设备处理， 则根据服务标识查找到对应的配置信息判断本次请求是 IVR完成 还是第三方应用程序完成（根据该服务标识对应的类型信息判断）， 如果是 IVR 则判断是否有 IVR上报了指定的流程接入码， 如果是第三方应用程序则根据 IP 和端口号判断是否有指定的第三方应用程序可以提供服务。 本实施例中配置第 一呼叫中心应答流程 IVRservice 的服务标识为 1 , 第二呼叫中心应答流程 IVRservice2的服务标识为 2, 第三方应用程序 Appl的服务标识为 3;
流程文件： 对于类型为 IVR的， 本处配置信息表示 IVR的流程接入码 (配 置信息中显示的是流程文件）， 其中流程接入码和服务号是——对应关系； 对于 类型为客户端 Client, 本处表示客户端的端口号（这个端口号是平台内部的一个 标识，表示一个特定的进程 );本实施例中配置第一呼叫中心应答流程 IVRservice 的流程文件为 playqueue.GSL, 第二呼叫中心应答流程 IVRservice2的流程文件 为 baseproc.GSL, 第三方应用程序 Appl的流程文件为 41; 表 2
本地通信客户端配置
编号 名称 类型 VDN 月良务标识 流程文件
1 IVRservice IVR 1 1 playqueue.GSL
2 IVRservice2 IVR 1 2 baseproc.GSL
3 APP1 Client 19.161.1.156 3 41
下面仅以表 3及表 4所示的配置信息对本发明实施例中其它网络或者呼叫 中心的通信代理配置进行说明。
请参见表 3, 是其中一个远程网络的通信代理配置， 其中， 通信代理 2的各 项配置描述如下：
通信代理 2的网络标识 2: 表示远程网络的网络编号， 这项与本地网络配置 中的本地网络标识对应。
通信代理 2的网络名称 Callcenter2: 该网络的名称描述， 对使用无影响， 只 是为了方便理解。
在 CCP网段配置中的远程网络内的 IP地址可以配置该远端网络的 CCP的 IP信息：
配置通信代理 2的 IP地址 169.132.131.101, 需要说明的是， 该远程网络的 CCP的 IP地址， 可以配置多个。 表 3
需要说明的是本实施例中的第三方行业应用服务器与呼叫中心还可以处于 不同的网络中， 请参阅图 4, 此时， 第三方行业应用服务器根据业务侧发送的目 的网络标识来决定发送到不同呼叫中心的通信代理服务器上。请参照图 5 , 呼叫 中心 501和 502是不通的， 通过在呼叫中心 501和 502的配置台上配置呼叫中 心 501的通用通信代理服务器 5011和 5012的信息， 以及配置呼叫中心 502的 通用通信代理服务器 5021和 5022的信息， 在各呼叫中心的通用通信代理服务 器上部署双网卡， 使得呼叫中心 501和 502的通用通信代理服务器 5011、 5012 和 5021、 5022之间可以直接通信， 此时就可以实现不同呼叫中心的通用通信代 理服务器和非本地的呼叫中心进行数据交互。 此外， 本实施例中各呼叫中心可 以内置通用通信代理服务器与其他内置通用通信代理服务器的呼叫中心， 例如 呼叫中心 501的内置通用通信代理服务器 5010和该呼叫中心外置的通用通信代 理服务器 5011或呼叫中心 502的外置通用通信代理服务器 5021进行通信。 当 然， 一个呼叫中心的通用通信代理服务器之间可以互相连接， 例如通用通信代 理服务器 5021和通用通信代理服务器 5022可以互相连接； 并且不同呼叫中心
的多个通用通信代理服务器也可以互相连接， 通用通信代理服务器 5011、 通用 通信代理服务器 5012、 通用通信代理服务器 5021和通用通信代理服务器 5022 之间可以互联形成网状结构， 是否连接都依赖于系统配置， 这样就可以防止系 统的单点故障， 本发明实施例通过上述的设置进行网络穿透， 实现第三方行业 应用服务器与呼叫中心之间的数据交互， 网络中设置多台通用通信代理服务器， 以实现通用通信代理服务器之间负荷的分担， 减少网络流量和系统的单点故障。
另一个本发明实施例阐述了呼叫中心通过通用通信代理服务器与第三方行 业应用服务器融合的实现流程， 该实施例首先描述了呼叫中心和第三方行业应 用服务器以及通用通信代理服务器的业务流程的配置过程， 以及业务流程配置 后某用户在网上进行定购商品， 定购商品完成后， 定购商核实该商品订单通过 呼叫中心通知用户并在电话中让用户确认定购商品的流程， 该实施例包括呼叫 中心、 第三方行业应用服务器以及通用通信代理服务器的业务流程编辑配置过 程以及交互流程和业务流程的触发执行两部分：
一、 呼叫中心和第三方行业应用服务器以及通用通信代理服务器的业务流 程的编辑配置以及交互流程过程， 请参阅图 6:
步骤 601、第三方行业应用服务提供商通过业务生成环境对业务流程进行编 辑。
步骤 602、第三方行业应用服务提供商使用业务生成环境系统提供的业务生 成环境编辑装置开发业务流程， 对该业务流程进行编辑， 使用系统提供的功能 组件进行相应的运算操作、 数据库操作和与通用通信代理服务器进行消息交互 的操作。
步骤 603、 业务流程编辑完成后， 使用业务生成环境系统提供的业务生成环 境装置编译该业务流程， 使其生成可以在交互式自动语音应答系统加载并执行 的业务流程文件。
步骤 604、使用系统配置台配置交互式自动语音应答系统、通用通信代理服 务器、 第三方行业应用服务器的相关信息， 本实施例中通用通信代理的配置信 息请参见表 1和表 2: 本地网通信代理配置第一通信代理名称 localCCPl , 其 IP 地址为 10.73.101.241 , 网络标识为 1标识为本地网络处理； 本发明实施例中本 地第三方行业应用服务器的配置， 第一呼叫中心应答流程的名称为 IVRservice, 本实施例中配置第一呼叫中心应答流程 IVRservice的类型为 IVR, 即呼叫中心
应答程序， 其对应的业务流程为 playqueue.GSL;
步骤 605、系统配置台配置交互式自动语音应答系统的业务流程信息和加载 这些业务流程的交互式自动语音应答系统信息。
步骤 606、在系统配置台配置通用通信代理服务器触发的业务流程和第三方 行业应用服务器的相关信息， 通过该配置信息交互式自动语音应答系统执行业 务流程时可以向指定的第三方行业应用服务器发送请求； 第三方行业应用服务 器可以启动交互式自动语音应答系统流程， 并且可以和该交互式自动语音应答 系统流程进行消息交互。
步骤 607、 交互式自动语音应答系统启动，根据系统配置台的配置加载对应 的业务流程， 读取该业务流程的相关逻辑信息。
步骤 608、交互式自动语音应答系统根据系统配置台的系统配置向指定的通 用通信代理服务器登录注册， 以便后续通用通信代理服务器把相应的消息转发 到该交互式自动语音应答系统， 并且上报成功加载该业务流程的信息。
步骤 609、 第三方行业应用服务器的启动， 第三方行业应用服务器根据自身 的配置信息， 主要是配置需要和系统的哪些通用通信代理服务器相连， 调用系 统提供的 API接口登录注册到通用通信代理服务器， 以便后续通过通用通信代 理服务器发送和接收相应的消息。
二、 业务流程的触发执行的流程， 请参阅图 7:
步骤 701、 第三方行业应用服务器获取用户的业务信息。
步骤 702、第三方行业应用服务器通过系统配置台配置的第三方行业应用服 务器和通用通信代理服务器之间的配置信息， 发送包括用户业务信息的消息给 通用通信代理服务器。
步骤 703、通用通信代理服务器根据系统配置台配置通用通信代理服务器和 交互式自动语音应答系统之间的路由信息， 转发用户业务信息到选定的交互式 自动语音应答系统上。
步骤 704、该选定的交互式自动语音应答系统根据所述用户业务信息启动指 定的业务流程， 按照该业务流程的流程逻辑开始执行该流程。
三、 另一个本发明实施例提供的一种通过通用通信代理服务器实现融合呼 叫中心和第三方行业应用服务器， 请参阅图 8:
呼叫中心和第三方行业应用服务器以及通用通信代理服务器的业务流程的
编辑配置以及交互流程过程中的业务流程 （第一呼叫中心应答流程 IVR 的 serviceplayqueue.GSL ) 为首先获取定购商应用服务器发送的消息， 从该消息中 获取定购的商品信息、 商品的价格和定购用户的电话号码， 然后流程呼出定购 用户的电话号码， 在用户摘机后播放提示音， 然后播放用户定购的商品信息和 价格，提示定购用户确认该次定购按 1 ,取消定购信息按 2,在用户按键选择后， 把用户的按键信息发送给定购商的第三方行业应用服务器， 第三方行业应用服 务器获取该信息后进行后续操作处理的业务流程。
步骤 801、首先第三方行业应用服务器从用户定购的信息中获取用户定购商 品的相关信息和定购用户的电话号码。
步骤 802、第三方行业应用服务器通过系统配置台配置的第三方行业应用服 务器和通用通信代理服务器之间的绑定关系， 即通过配置的为 1 的网络标识判 断为由本地通用通信代理服务器处理，根据其 IP地址为 10.73.101.241调用其对 应的通用通信代理服务器提供的 API接口发送包括用户定购商品的相关信息和 定购用户的电话号码的消息至本地网通信代理配置第一通信代理名称 localCCPl处理；
步骤 803、通用通信代理服务器根据系统配置台配置的通用通信代理服务器 和交互式自动语音应答系统之间的路由信息， 即通过预先配置的服务标识 1 把 接收到的用户定购商品的相关信息和用户的电话号码的消息转发到选定的交互 式自动语音应答系统上， 其中第一呼叫中心应答流程的名称为 IVRservice。
步骤 804、交互式自动语音应答系统根据通用通信代理服务器传来的消息启 动指定的业务流程 playqueue.GSL,按照该业务流程的流程逻辑开始执行该流程。
步骤 805、 业务流程按照流程逻辑首先呼出定购用户电话号码， 并且等待用 户摘机。
步骤 806、 定购用户摘机。
步骤 807、 业务流程播放含有用户定购的商品信息和商品的价格的语音， 并 且提示用户确定定购信息请按 1键， 取消定购信息请按 2键。
步骤 808、 定购用户进行按键选择， 并把按键选择结果用消息传给交互式语 音应答系统。
步骤 809、业务流程请求交互式自动语音应答系统将定购商应用服务器发送 的含有按键选择结果的消息发送至选定的通用通信代理服务器。
步骤 810、选定的通用通信代理服务器发送含有按键选择结果的消息至第三 方行业应用服务器。
步骤 811、 第三方行业应用服务器按照定购用户的按键信息做相应的处理。 需要说明的是上述实施例中只描述了由第三方行业应用服务器通过通用通 信代理主动触发系统交互式自动语音应答系统执行的业务流程的功能， 省略了 由交互式自动语音应答系统的业务流程通过通用通信代理主动向第三方行业应 用服务器请求服务的业务功能， 在本系统中， 行业应用功能的实现可以由第三 方行业应用服务器主动触发交互式自动语音应答系统的业务流程， 也可以由交 互式自动语音应答系统的业务流程主动触发第三方行业应用服务器的业务功 能。
四、请参阅图 9, 本发明实施例提供的一种通过通用通信代理服务器实现融 合呼叫中心和第三方行业应用服务器方法， 其中呼叫中心和通用通信代理服务 器之间的路由信息配置请参见表 1和表 2:
步骤 901、 用户接入呼叫中心发出业务请求， 所述业务请求包括业务标识； 步骤 902、呼叫中心根据呼叫中心和通用通信代理服务器之间预先配置的路 由信息发送所述业务请求至通用通信代理服务器；
步骤 903、通用通信代理服务器根据通用通信代理服务器和第三方行业应用 服务器之间预先配置的路由信息转发所述请求至第三方行业应用服务器；
步骤 904、第三方行业应用服务器根据呼叫请求中的业务标识查询相应业务 流程， 启动相应流程向用户提供相应服务。
请参见图 10, 另一个本发明实施例还提供一种通用通信代理服务器， 包括： 接收模块 101 , 用于接收业务请求；
处理模块 102, 用于根据所述业务请求中的信息和配置信息获得路由信息， 确定呼叫中心或第三方行业应用服务器的地址；
发送模块 103 , 用于根据确定的呼叫中心或第三方行业应用服务器的地址， 发送业务请求至确定的呼叫中心或第三方行业应用服务器。
具体的， 所述配置信息包括网络标识及服务标识； 所述通用通信代理服务 器根据所述网络标识判断所述业务请求是发送给本地网， 还是路由到连接成功 的其它网络； 如果是发送给本地网， 则根据服务标识判断本次请求是由呼叫中 心处理， 还是由第三方应用程序处理， 将所述业务请求发送至相应的呼叫中心
或第三方行业应用服务器； 否则将所述业务请求路由到连接成功的其它网络的 通用通信代理服务器， 根据服务标识查找到对应的配置信息， 判断本次请求是 由呼叫中心处理还是由第三方应用程序处理， 将所述业务请求发送至相应的呼 叫中心或第三方行业应用服务器。
本发明实施例通过通用通信代理服务器的设置解决了呼叫中心和第三方行 业应用系统相融合的问题； 此外， 通过通用通信代理服务器主动触发交互式自 动语音应答系统执行业务流程的功能， 第三方行业应用系统可以实时的触发交 互式自动语音应答系统自动流程进行行业应用服务， 加快了呼叫中心系统与最 终用户的交互， 此外本发明实施例是在第三方应用直接通过通信代理的 API把 呼叫数据传递过来， 处理性能有很大提高， 而且可以不引入数据库， 呼叫中心 不直接与第三方行业应用服务器进行数据交互， 保证了第三方行业应用服务器 的数据安全， 提高性能降低成本， 提高了用户满意度， 提高呼叫中心系统的资 源利用率， 运营商可以广泛使用其呼叫中心功能给其它行业服务， 增加运营商 的收益； 同时根据行业服务提供商提供的行业应用业务丰富自身的业务功能， 增强了运营商的竟争实力； 通过通用通信代理服务器的网络穿透的功能， 在本 发明实施例中多个呼叫中心网络可以是不通的， 通过在呼叫中心的配置台上配 置本呼叫中心和其它呼叫中心的通信代理的信息， 在各呼叫中心的代理上部署 双网卡， 使得不同呼叫中心的代理之间可以直接通信， 然后就可以实现不同呼 叫中心的通用通信代理服务器可以和非本地的呼叫中心进行数据交互， 而且各 呼叫中心的通用通信代理服务器可以是多对多的关系， 即： 一个呼叫中心可以 有多个通用通信代理服务器， 一个呼叫中心的通信代理之间可以互相连接， 并 且不同呼叫中心的多个通用通信代理服务器也可以互相连接， 是否连接都依赖 于系统配置， 可以防止系统的单点故障， 实现运营商的呼叫中心系统和第三方 行业应用系统的网络隔离， 实现数据的安全性。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分流程， 是可以通过计算机程序来指令相关的硬件来完成， 所述的程序可存储于一计算 机可读取存储介质中， 该程序在执行时， 可包括如上述各方法的实施例的流程。 其中， 所述的存储介质可为磁碟、 光盘、 只读存储记忆体（Read-Only Memory, ROM )或随机存储记忆体（Random Access Memory, RAM )等。
领域的普通技术人员应当理解， 仍然可以对本发明进行修改或者等同替换； 而 一切不脱离本发明的精神和范围的技术方案及其改进， 其均应涵盖在本发明的 权利要求范围当中。
Claims
1、一种融合呼叫中心和第三方行业应用服务器的方法， 其特征在于， 包括: 通用通信代理服务器接收业务请求；
通用通信代理服务器根据配置的信息和所述业务请求中的信息， 将所述的 业务请求发送至所述业务请求对应的呼叫中心或者所述业务请求对应的第三方 行业应用服务器。
2、 如权利要求 1所述的方法， 其特征在于， 所述的业务请求中包括网络标 识及服务标识；
根据配置的信息和所述业务请求中的信息， 将所述的业务请求发送至所述 业务请求对应的呼叫中心或者所述业务请求对应的第三方行业应用服务器， 具 体包括：
根据所述网络标识判断所述业务请求是发送给本地网， 还是路由到其它网 络；
根据所述的服务标识判断所述业务请求是由呼叫中心处理， 还是由第三方 应用程序处理； 如果是由呼叫中心处理， 则将所述业务请求发送至对应的呼叫 中心， 如果是由第三方应用程序处理， 则将所述业务请求发送至对应的第三方 行业应用服务器。
3、 如权利要求 2所述的方法， 其特征在于， 所述方法还包括：
当确定所述业务请求是由呼叫中心处理时， 根据所述配置的信息中的流程 接入码启动相应的处理流程；
当确定所述业务请求是由第三方应用程序处理时， 根据端口号启动第三方 应用程序可以提供的服务。
4、 如权利要求 1所述的方法， 其特征在于， 所述的业务请求来自于第三方 行业应用服务器；
所述通用通信代理服务器根据配置的信息和所述业务请求中的信息， 将所 述的业务请求发送至所述业务请求对应的呼叫中心或者所述业务请求对应的第
三方行业应用服务器具体包括：
所述通用通信代理服务器接收从第三方行业应用服务器发送的订购确认请 求， 所述的订购确认请求中包括用户定购商品的相关信息和定购用户的电话号 码信息；
所述通用通信代理服务器根据配置的通用通信代理服务器和交互式自动语 音应答系统之间的路由信息， 转发包括用户定购商品的相关信息和定购用户的 电话号码信息的消息到交互式自动语音应答系统。
5、 一种通用通信代理服务器， 其特征在于， 包括：
接收模块， 用于接收业务请求；
处理模块， 用于根据所述业务请求中的信息和配置的信息获得路由信息确 定呼叫中心或第三方行业应用服务器的地址； 发送模块， 用于根据确定的呼叫中心或第三方行业应用服务器的地址， 发 送业务请求至确定的呼叫中心或第三方行业应用服务器。
6、 如权利要求 5所述的通用通信代理服务器， 其特征在于， 所述配置信息 包括网络标识及服务标识；
通用通信代理服务器根据所述网络标识判断所述业务请求是发送给本地 网， 还是路由到连接成功的其它网络；
如果是本地网处理， 则根据服务标识判断所述业务请求是由呼叫中心处理 还是由第三方应用程序处理， 将所述业务请求发送至相应的呼叫中心或第三方 行业应用服务器；
否则将所述业务请求路由到连接成功的其它网络的通用通信代理服务器， 根据服务标识查找到对应的配置信息， 判断本次请求是由呼叫中心处理还是由 第三方应用程序处理， 将所述业务请求发送至相应的呼叫中心或第三方行业应 用服务器。
7、一种融合呼叫中心和第三方行业应用服务器的系统， 其特征在于， 包括: 呼叫中心、 第三方行业应用服务器， 以及连接所述呼叫中心与所述第三方行业 应用服务器的通用通信代理服务器；
所述的通用通信代理服务器用于接收业务请求， 根据配置信息和所述业务 请求中的信息， 将所述的业务请求发送至所述业务请求对应的呼叫中心或者所 述业务请求对应的第三方行业应用服务器。
8、 如权利要求 7所述的系统， 其特征在于， 所述通信代理服务器设置多台 构成通用通信代理网络， 第三方行业应用服务器通过与通用通信代理网络中的 一个通信代理服务器相连， 与通信代理服务器网络中任何通用通信代理服务器 进行数据交互。
9、 如权利要求 7所述的系统， 其特征在于， 所述通用通信代理服务器设置 在呼叫中心内部。
10、 如权利要求 7至 9任一项所述的系统， 其特征在于， 所述配置信息包 括网络标识及服务标识；
通用通信代理服务器根据所述网络标识判断所述业务请求是发送给本地 网， 还是路由到连接成功的其它网络；
如果是本地网处理， 则根据服务标识判断所述业务请求是由呼叫中心处理， 还是由第三方应用程序处理， 将所述业务请求发送至相应的呼叫中心或第三方 行业应用服务器；
否则将所述业务请求路由到连接成功的其它网络的通用通信代理服务器， 根据服务标识查找到对应的配置信息， 判断本次请求是由呼叫中心处理还是由 第三方应用程序处理， 将所述业务请求发送至相应的呼叫中心或第三方行业应 用服务器。
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| US20050138562A1 (en) * | 2003-11-27 | 2005-06-23 | International Business Machines Corporation | System and method for providing telephonic voice response information related to items marked on physical documents |
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| CN108681466A (zh) * | 2018-03-27 | 2018-10-19 | 广东岭南通股份有限公司 | 一种基于格式化分组指令的cpu卡控制方法、电子设备及存储介质 |
| CN108681466B (zh) * | 2018-03-27 | 2023-11-07 | 广东岭南通股份有限公司 | 一种基于格式化分组指令的cpu卡控制方法、电子设备及存储介质 |
Also Published As
| Publication number | Publication date |
|---|---|
| CN101557442B (zh) | 2012-09-05 |
| CN101557442A (zh) | 2009-10-14 |
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